On 04 September the South African Revenue Service (SARS) released a letter, by its Cluster Chairperson: Air Modality, to traders and agents, titled “ESCALATION PROCEDURES FOR CUSTOMS MATTERS”, which read:
During the COVID-19 lockdown, the South African Revenue Service (SARS) has embarked on a journey to reimagine how we provide efficient and effective service to all our taxpayers, while improving compliance levels. SARS has had to balance providing a seamless and effortless service to taxpayers while protecting our own employees and taxpayers from infection.
In the Customs area, we have encouraged clients to use electronic channels as far as possible and in the event of urgent matters, make an appointment to come into a Customs office. We also made certain branch contact details available on our website but find that these are being utilised for purposes other than just for making appointments.
We would like to make you aware of the following contact details for service-related queries in Gauteng only.
Customs Licensing & Registration
If you have any queries about the Customs registration system, Registration Licensing and Accreditation (RLA), please call the SARS Contact Centre on 0800 00 7277. If your query has not been resolved after 24 hours, you can mail the following mailboxes:
- Alberton Customs: AlbertonBranch@sars.gov.za, if you do not get feedback you can email bgroenewald@sars.gov.za
- For O R Tambo International Airport Customs - Licencing@sars.gov.za, If you do not get feedback you can email dcele@sars.gov.za
- For Pretoria Customs you can email - PTABookings@sars.gov.za If you do not get feedback you can email bmthombeni@sars.gov.za
- On registrations applications where a case number has been received and no feedback you can email -Nationalregistrationqueries@sars.gov.za – If you do not get feedback you can email BMvubu@sars.gov.za
- Your email subject must include your case number and Contact Centre reference no. In the absence of these numbers, your query may be delayed.
Rules of Origin – Enquiry and Escalation Process
Processing of Rules of Origin Certificates
Customs clients submitting Certificates of Origin, including: Form A, EUR1, SADC, MERCOSUR and AGOA, will continue to bring in files at the following Customs offices: Pretoria, Alberton and OR Tambo International Airport (New Agents building).
- If your file and query has not been attended to after 4 hours, you can mail the following mailboxes: Alberton Customs: AlbertonBranch@sars.gov.za; if you do not get feedback you can email bgroenewald@sars.gov.za
- OR Tambo International Airport Customs: If you do not get feedback you can email OrtiaRoo@sars.gov.za or as a last resort: rvdeventer@sars.gov.za
- Pretoria Customs: you can email PTABookings@sars.gov.za. If you do not get feedback, you can email bmthombeni@sars.gov.za
- The trader/clearing agent details must be in the subject line. This will assist the team in resolving your query speedily.
ORTIA Express Parcels Escalation Process
Please be informed that should you have ordered/purchased goods/parcels online, kindly contact your express parcel operator/courier company to ascertain the status of your parcel. This process excludes Post Office parcels.
- If your query relates to a parcel stopped / detained for Customs purposes and it is not resolved within 24 hrs, you can email the following mailbox: lowvalueresponses@sars.gov.za
- If you do not get feedback with 48 hrs, provided all relevant supporting documents were submitted, you may escalate to dmabona@sars.gov.za
- Express parcel operators name and tracking number must be in the subject line e.g. ABC - 1234567890. This will assist the team in resolving your query speedily.
ORTIA Detained Cargo/ Parcels Escalation Process
These email addresses are for cargo detained at ORTIA pending customs compliance such as supporting documents, payment of duties, penalties etc. emanating from inspection. It excludes cargo that is pending inspection
- If your query relates to cargo or a parcel stopped or detained for Customs purposes by our Cargo or CBCU Team and it is not resolved within 48 hrs, you can email the following mailbox: OrtiaCMT@sars.gov.za
- If you do not receive feedback within 24 hrs, provided all relevant supporting documents were submitted, you may escalate to: cpitts@sars.gov.za
- Documents to be submitted to the OrtiaCMT@sars.gov.za mailbox should be in PDF format and include: EDI Release, SAD 500, Customs Worksheet, Invoice, Packing list/Inventory, Proof of Payment to Supplier, Freight Statement with the airway Bill number in the subject line. This will assist the team in expediting your query.
Kindly note, if your query on Express Parcels and ORTIA detained Cargo /Parcels is not resolved or attended to, kindly escalate to OrtiaGeneralQueries@sars.gov.za.
The Letter is accessible at:
Story by: Riaan de Lange
